ECUDesk Support Ticket: How to Create One

 ECUDesk ECU remap software has a built-in technical support system. You can submit questions directly from the software, create support tickets for ECU files, and receive responses from our specialists in the MY TICKETS panel.

If ECUDesk does not recognize your file, does not support a required function, or you experience problems processing an ECU file, follow the instructions below.

How to Create a Support Ticket
1. Open Technical Support
At the top of the MY TICKETS panel, click the question mark (?) icon next to the refresh button. The Ask support window will open.

2. Describe Your Problem
In the Your message field, describe your question or the issue you are experiencing.
For example, if the software displays the message File not recognized — no matching layout family, provide the vehicle model, ECU type, required function, and relevant information about your ECU file.

3. Submit Your Request
Click SEND.
Once your request has been successfully submitted, a Question sent confirmation window will appear with your unique ticket number (Ticket ID).
Click OK to close the notification.

4. Find Your Support Ticket
Your new ticket will appear in the MY TICKETS panel on the left side of the application.
If it does not appear immediately, click the refresh button.
You can view all your support requests in this section.

5. Receive a Response
The status Waiting for support indicates that your ticket is awaiting a response from our technical support team.
Once a specialist replies, you can open the corresponding ticket in the MY TICKETS panel to view the response.

What Should You Do If Your File Is Not Recognized?
File not recognized — no matching layout family
This message means that ECUDesk could not identify a compatible layout for the uploaded file.
You can submit a support request directly from the ECUDesk application by following the instructions above.

Recommendations for Faster Support

To help our technical support team resolve your issue more efficiently, please include the following information in your request:
– Vehicle make, model, and engine.
– ECU type.
– Required function (e.g., DPF OFF, EGR OFF, or Stage 1).
– Error message or a detailed description of the problem.
– Screenshots of the issue, if available.
Please keep your original ECU file available in case our specialists request it for further analysis.
Important: All your support tickets and responses from our technical support team are available directly in the ECUDesk application under MY TICKETS.